Achieving success with digital services for parents/carers – Amanda Derrick
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Achieving success with digital services for parents/carers – Amanda Derrick






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Achieving success with digital services for parents/carers – Amanda Derrick Achieving success with digital services for parents/carers – Amanda Derrick Presentation Transcript

  • Connect Digitally: Achieving success with digital services Socitm Insight 9 June 2010 Amanda Derrick Programme Director
  • Connect Digitally Vision: Services are designed around the family
  • Connect Digitally starts by understanding parents’/carers’ attitudes… Business Process Modelling Generating Customer Journeys Customer One-to-one Interviews Customer Focus Groups Digital Inclusion research Feedback Surveys Customer Insight
  • … and identify touch points. For example for free school meals
  • Connect Digitally has changed FSM from a difficult paper based process…
  • … to an online service that improves the experience for the family and saves the LA money
  • Online Free School Meals integrates the back-office and redesigns the front-office LA Back Office School Confirm FSM eligibility to school Paper-based application plus proof of benefits Application processed by local authority officer Internet Parent/carer applies online Meal provided sooner Paper-based application Eligibility Checking Service Home Office DWP HMRC Parent/carer applies by phone or face to face
  • Evidence of success for free school meals – number of transactions eligibility checking service
  • … and channel shift in Hertfordshire .
  • Evidence of success - online school admissions take-up demonstrates a popular and sustainable service
  • and the results of channel shift in Hertfordshire …
  • The Connect Digitally approach accelerates change by driving efficiencies and by clear benefits measurement
    • Business Change
      • Solution transference
      • Accelerated service improvement
      • Accountability for benefits measurement
    • Programme activities
      • Supplier engagement
      • Stakeholder engagement
      • Specialist advice and guidance
      • Prevention of ‘re-inventing the wheel’
    • Programme products/tools
      • Local authorities do not need to create/develop themselves
      • Readily available and can be used immediately
      • Community of Practice
    Connect Digitally is leading local authorities in the implementation and take-up of digital services
  • Connect Digitally Benefits: Improving outcomes for families and delivering efficiency savings
    • For families
      • Faster, easier, cost-saving and de-stigmatising services
    • For OGDs, LAs, schools
      • Efficiency savings, cost-savings
    £14m £28.5m £45m £66.5m Benefits flyers explain main benefits of OSA, OFSM, OP, CC
    • Benefits accrue from:
    • Service take-up acceleration
    • Connect Digitally tools and resources
  • What to do next
    • Join the Connect Digitally Community of Practice and register at:
    • Contact [email_address] for further support